In the era of the empowered customer, many small- and mid-sized businesses are seeking affordable solutions to help develop a customer-driven culture. Auto attendant phone systems are a tool within business VoIP phone solutions to drive transformation of customer experiences.
Customer service focused companies are shifting their attention from internal operations and becoming best-in-class outfits by turning the focus on customer experience.
Why is customer experience (CX) paramount?
- 55% customers would pay more to guarantee a good experience
- 84% consumers are frustrated when the agent does not have information
- 67% cite bad experiences as reason for churn
The customer-centric company will focus more on value than revenue, prefer long-term engagements to short-term relationships, and aim to develop customer experiences rather than one-off interactions, according to Esteban Kolsky, principal at customer strategy consultancy thinkJar.
With 66% of consumers switching brands due to bad service, and 85% of those brand switches being avoidable, fostering positive customer experience can make a big difference to the business’s bottom line.
Auto Attendant Answers Your Calls
An auto attendant feature on the business phone system can enhance overall customer experience. How?
The auto attendant answers a call immediately, without the caller having to wait for the phone to ring and ring before being shuttled into a voicemail. A short greeting presenting the caller with options gives the customer the opportunity to navigate their own solution.
An auto attendant make it easier for the customer to solve a problem. The response broadcast while the customer is on hold can answer commonly asked questions and possibly provide the needed answer without even involving a customer service agent.
In addressing the business need to field daily customer service queries, the auto attendant feature frees up trained, experienced employees to pursue other tasks.
Freeing business employees from their phones, and the familiarity of frequently asked questions that can be as easily handled by an auto attendant, can also boost employee morale. Given the time for innovation and improving customer experience across all interactions with the company, employees can enjoy greater challenges and rewards.
In handling the call flow to the company, the auto attendant collects real-time data that business owners can use to identify trends and common issues. This can enable further enhancements to customer experience.
Customers want their questions answered quickly, easily, and without having to take a prolonged tour through the company’s phone directory. An auto attendant provides professional customer-facing services influencing their call experience and their customer experience overall.
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